Hoe SMS te gebruiken om online en offline winkelen te overbruggen

Bird

28 jan 2020

SMS

1 min read

Hoe SMS te gebruiken om online en offline winkelen te overbruggen

Belangrijkste punten

    • Winkelwinkelen domineert nog steeds — maar klanten vertrouwen nu op mobiel onderzoek en berichten om hun aankopen te begeleiden.

    • SMS-marketing en CPaaS-platforms (Communicatieplatform als een Dienst) helpen retailers om naadloos online- en offline winkelreizen te verbinden.

    • Persoonlijke tekstberichten zorgen voor sterkere betrokkenheid dan e-mail, met open ratios rond de 94% en hogere inwisselpercentages voor aanbiedingen.

    • SMS ondersteunt meerdere gebruikscases: promoties, ordertracking, leveringsmeldingen, betalingswaarschuwingen en enquêtes.

    • Omnichannel communicatie via Bird maakt uniforme klantgesprekken mogelijk over SMS, WhatsApp en andere kanalen — wat de loyaliteit en conversies verhoogt.

    • Data-gedreven personalisatie maakt elke tekstbericht relevant, waardoor merken zich onderscheiden in een competitief retaillandschap.

Q&A Hoogtepunten

  • Waarom is SMS nog steeds essentieel in retailmarketing?

    SMS levert directheid, hoge open ratio's en realtime betrokkenheid die digitaal bladeren verbindt met winkelen in de winkel. Het verandert passieve shoppers in actieve kopers.

  • Wat betekent 'bridging online and offline' eigenlijk?

    Het betekent het creëren van één continue ervaring — waarbij digitale promoties, herinneringen en updates klanten aanmoedigen om fysieke winkels te bezoeken of online bestellingen te voltooien.

  • Hoe verbetert CPaaS deze ervaring?

    CPaaS integreert berichten, voice, en chatkanalen in een enkel systeem, zodat retailers alle klantgesprekken efficiënt en contextueel kunnen beheren.

  • Wat zijn praktische manieren om SMS te gebruiken?

    Stuur tijdgevoelige aanbiedingen, bezorgupdates en betaalwaarschuwingen, of verzamel snelle feedback met korte enquêtes - allemaal binnen de voorkeur van de klant voor een chatomgeving.

  • Hoe kunnen kleine retailers profiteren?

    CPaaS-oplossingen zoals die van Bird maken omnichannel communicatie op ondernemingsniveau toegankelijk zonder complexe installaties of hoge kosten — ideaal voor lokale of groeiende detailhandelaren.

The rise of online shopping giants like Amazon has changed just about everything about how people make purchases. But you might be surprised to learn that more people still buy in-store than online. So, how can you keep up, and get customers buying from both your webshops and your brick-and-mortar stores?

By bridging online and offline experiences.

The retail path-to-purchase is going mobile

Even if customers buy more often in physical stores, they still use their smartphones to do most of the legwork. Keep in mind:

  • 37% of consumers today look to social media for inspiration before making a purchase.

  • 34% get inspiration from websites before buying in-store or online.

These days, your customers expect digital experiences that will draw them into your stores. This shift means retailers should treat SMS as a primary channel for driving both digital awareness and in-store conversions. So, why not use SMS to give them loads of reasons to buy from you?

The rise of online shopping giants like Amazon has changed just about everything about how people make purchases. But you might be surprised to learn that more people still buy in-store than online. So, how can you keep up, and get customers buying from both your webshops and your brick-and-mortar stores?

By bridging online and offline experiences.

The retail path-to-purchase is going mobile

Even if customers buy more often in physical stores, they still use their smartphones to do most of the legwork. Keep in mind:

  • 37% of consumers today look to social media for inspiration before making a purchase.

  • 34% get inspiration from websites before buying in-store or online.

These days, your customers expect digital experiences that will draw them into your stores. This shift means retailers should treat SMS as a primary channel for driving both digital awareness and in-store conversions. So, why not use SMS to give them loads of reasons to buy from you?

The rise of online shopping giants like Amazon has changed just about everything about how people make purchases. But you might be surprised to learn that more people still buy in-store than online. So, how can you keep up, and get customers buying from both your webshops and your brick-and-mortar stores?

By bridging online and offline experiences.

The retail path-to-purchase is going mobile

Even if customers buy more often in physical stores, they still use their smartphones to do most of the legwork. Keep in mind:

  • 37% of consumers today look to social media for inspiration before making a purchase.

  • 34% get inspiration from websites before buying in-store or online.

These days, your customers expect digital experiences that will draw them into your stores. This shift means retailers should treat SMS as a primary channel for driving both digital awareness and in-store conversions. So, why not use SMS to give them loads of reasons to buy from you?

Focus on CPaaS

SMS and WhatsApp really are everywhere. Chances are your buyers already use these channels to chat with their friends.

Plus, more than 50% of customers feel that companies don’t make it easy to contact them.

CPaaS (communication platform as a service) solutions, such as SMS, can make a huge difference — and transform casual shoppers into loyal customers.

Think of it this way:

  • 91% of consumers are actually more likely to shop with brands who recognize and remember them and provide relevant offers and recommendations.

  • Nearly 3 out of 4 buyers surveyed by Accenture said that a business has never communicated with them online in a way that felt too personalized. So, if your customers have opted in to messaging and left their numbers, they really want you to strike up a conversation with them.

SMS and WhatsApp really are everywhere. Chances are your buyers already use these channels to chat with their friends.

Plus, more than 50% of customers feel that companies don’t make it easy to contact them.

CPaaS (communication platform as a service) solutions, such as SMS, can make a huge difference — and transform casual shoppers into loyal customers.

Think of it this way:

  • 91% of consumers are actually more likely to shop with brands who recognize and remember them and provide relevant offers and recommendations.

  • Nearly 3 out of 4 buyers surveyed by Accenture said that a business has never communicated with them online in a way that felt too personalized. So, if your customers have opted in to messaging and left their numbers, they really want you to strike up a conversation with them.

SMS and WhatsApp really are everywhere. Chances are your buyers already use these channels to chat with their friends.

Plus, more than 50% of customers feel that companies don’t make it easy to contact them.

CPaaS (communication platform as a service) solutions, such as SMS, can make a huge difference — and transform casual shoppers into loyal customers.

Think of it this way:

  • 91% of consumers are actually more likely to shop with brands who recognize and remember them and provide relevant offers and recommendations.

  • Nearly 3 out of 4 buyers surveyed by Accenture said that a business has never communicated with them online in a way that felt too personalized. So, if your customers have opted in to messaging and left their numbers, they really want you to strike up a conversation with them.

Bridge the online/offline divide with SMS

Considering all the channels they use, your consumers are definitely on a journey when they decide to buy a product.

Here’s how you can use SMS to win them over.
Here’s a quick breakdown of how SMS supports each stage of the customer journey:

Channel

Business impact

SMS marketing

Drives urgency and boosts in-store traffic using promotional messaging

Order & delivery notifications

Reduces support load and improves delivery communication transparency

Account & security alerts

Builds trust with proactive protection and reminders

SMS surveys

Collects fast feedback to improve CX and retention


  • SMS marketing. Want to create a sense of urgency that just isn’t achievable with email? Use text messages that appeal to your VIP customers and increase foot-traffic to your stores. Send out promotions based on preferences they’ve shared with you. Text them coupons or special sales that can be redeemed on or offline.

  • Use order and delivery notifications — so the entire process can be followed by SMS. This removes one of the biggest annoyances for customers: not knowing where they stand with their order. It also frees up your customer support staff to deal with more urgent issues.

  • Text them special alerts. Want to demonstrate to your customers that you’re looking out for them? Use SMS instead of email to notify people of changes to their accounts, or to flag suspicious behavior. Send them payment reminders, and even try to guide them through password resets.

  • Don’t forget SMS surveys. By asking customers about their experience with your company and giving them an easy and fast way to respond, you’re giving your buyers a voice while also gathering critical information that can help you make their experience better going forward.


CPaaS can make the difference

We’ve built a CPaaS platform that lets retailers like you reach out to your customers naturally with SMS — or WhatsApp, or Messenger, or WeChat. With this powerful and agile technology, you can get more customers buying from you, whether they’re online or in line at your stores.

Considering all the channels they use, your consumers are definitely on a journey when they decide to buy a product.

Here’s how you can use SMS to win them over.
Here’s a quick breakdown of how SMS supports each stage of the customer journey:

Channel

Business impact

SMS marketing

Drives urgency and boosts in-store traffic using promotional messaging

Order & delivery notifications

Reduces support load and improves delivery communication transparency

Account & security alerts

Builds trust with proactive protection and reminders

SMS surveys

Collects fast feedback to improve CX and retention


  • SMS marketing. Want to create a sense of urgency that just isn’t achievable with email? Use text messages that appeal to your VIP customers and increase foot-traffic to your stores. Send out promotions based on preferences they’ve shared with you. Text them coupons or special sales that can be redeemed on or offline.

  • Use order and delivery notifications — so the entire process can be followed by SMS. This removes one of the biggest annoyances for customers: not knowing where they stand with their order. It also frees up your customer support staff to deal with more urgent issues.

  • Text them special alerts. Want to demonstrate to your customers that you’re looking out for them? Use SMS instead of email to notify people of changes to their accounts, or to flag suspicious behavior. Send them payment reminders, and even try to guide them through password resets.

  • Don’t forget SMS surveys. By asking customers about their experience with your company and giving them an easy and fast way to respond, you’re giving your buyers a voice while also gathering critical information that can help you make their experience better going forward.


CPaaS can make the difference

We’ve built a CPaaS platform that lets retailers like you reach out to your customers naturally with SMS — or WhatsApp, or Messenger, or WeChat. With this powerful and agile technology, you can get more customers buying from you, whether they’re online or in line at your stores.

Considering all the channels they use, your consumers are definitely on a journey when they decide to buy a product.

Here’s how you can use SMS to win them over.
Here’s a quick breakdown of how SMS supports each stage of the customer journey:

Channel

Business impact

SMS marketing

Drives urgency and boosts in-store traffic using promotional messaging

Order & delivery notifications

Reduces support load and improves delivery communication transparency

Account & security alerts

Builds trust with proactive protection and reminders

SMS surveys

Collects fast feedback to improve CX and retention


  • SMS marketing. Want to create a sense of urgency that just isn’t achievable with email? Use text messages that appeal to your VIP customers and increase foot-traffic to your stores. Send out promotions based on preferences they’ve shared with you. Text them coupons or special sales that can be redeemed on or offline.

  • Use order and delivery notifications — so the entire process can be followed by SMS. This removes one of the biggest annoyances for customers: not knowing where they stand with their order. It also frees up your customer support staff to deal with more urgent issues.

  • Text them special alerts. Want to demonstrate to your customers that you’re looking out for them? Use SMS instead of email to notify people of changes to their accounts, or to flag suspicious behavior. Send them payment reminders, and even try to guide them through password resets.

  • Don’t forget SMS surveys. By asking customers about their experience with your company and giving them an easy and fast way to respond, you’re giving your buyers a voice while also gathering critical information that can help you make their experience better going forward.


CPaaS can make the difference

We’ve built a CPaaS platform that lets retailers like you reach out to your customers naturally with SMS — or WhatsApp, or Messenger, or WeChat. With this powerful and agile technology, you can get more customers buying from you, whether they’re online or in line at your stores.

Andere nieuws

Lees meer uit deze categorie

A person is standing at a desk while typing on a laptop.

Het complete AI-native platform dat met uw bedrijf meegroeit.

Neem contact op met sales

Begin gratis

© 2025 Bird

Neem contact op met Support

A person is standing at a desk while typing on a laptop.

Het complete AI-native platform dat met uw bedrijf meegroeit.

Neem contact op met sales

Begin gratis

© 2025 Bird

Neem contact op met Support

A person is standing at a desk while typing on a laptop.

Het complete AI-native platform dat met uw bedrijf meegroeit.

Neem contact op met sales

Begin gratis

© 2025 Bird

Neem contact op met Support